Open to opportunities

Mel Quezada Claros

@melquezadaclaros

Message

Training specialist who improves performance through engaging adult learning and continuous improvement.

Canada

Message

What I'm looking for

I’m looking for an organization that fosters a culture of learning, invests in talent development, and lets me lead adult-learning training that drives real performance—while collaborating closely with HR and training leaders on continuous improvement.

I’m a Learning and Development professional and Training Specialist focused on adult learning that improves performance, not just completion. I lead training programs with a clear, engaging facilitation style and strong business alignment so training translates into real-world results.

At Sutherland, I facilitate structured virtual training for new hires in cohorts of up to 25 learners, ensuring engagement, clarity, and comprehension across diverse learning styles and experience levels. I also identify gaps and launch continuous improvement initiatives, collaborating with training managers to draft and finalize comprehensive new hire facilitation guides.

In recent waves of temporary hiring, my programs exceeded Nesting and 0-30 Performance targets, including Nesting Attainment 107.8% and 0-30 Performance 107.4%. For Wave 33, my bilingual Spanish/English new hire cohort achieved the single highest 0–30 Performance for any class to date, with strong QA, CSAT, and RES outcomes.

I also bring coaching and team leadership experience, including leading weekly one-on-one sessions and team huddles with a team of 12 as a Temporary Team Manager. With a Post-Graduate Certificate in Teaching English as a Second Language and hands-on teaching experience, I’m energized by building a culture of learning where people can grow and succeed.

Experience

Work history, roles, and key accomplishments

Current

Lead-New Hire Training

Current

Sutherland

Jan 2025 - Present (1 year 6 months)

Facilitates virtual training for bilingual Spanish/English new hire classes and leads continuous improvement initiatives based on performance results. Works with training leadership to draft and finalize new hire facilitation guides and targets (QA, CSAT, and RES).

virtual training Training Facilitation Bilingual Spanish English Training Continuous Improvement Facilitator'S Guide CSAT

Temporary Team Manager

Sutherland

Feb 2026 - Feb 2026 (0 months)

Led weekly 1:1 coaching sessions and team huddles for a temporary contract team while monitoring attendance, occupancy, and productivity against performance targets.

Coaching Huddle Performance Targeting

Virtual Training Facilitator

Sutherland

Jan 2024 - Jan 2025 (1 year)

Co-facilitated and facilitated new hire training as a certified instructor, including troubleshooting tool access issues and tracking trainee progress to mitigate attrition risk.

Training Facilitation Training Tracking

Training and Development Director

Journey

Jul 2023 - Jan 2024 (6 months)

Responded to inquiries from account holders and service providers by navigating accounts, manuals, and knowledge bases to identify issues and escalate to subject matter experts when needed.

Customer Support Knowledge Base Manual Account Navigation Communication

Part-time Teacher

Oxford International Education Group

May 2022 - Sep 2022 (4 months)

Conducted in-person and hybrid English classes for international adult and junior ESL students by adapting teaching methods and materials to mixed learning needs. Created assessments, provided feedback, and supported academic growth.

Adult Learning Training Facilitation Communication SuccessFactors SAP Microsoft Office SharePoint Webex Microsoft Teams Assessments Feedback

Part-time Teacher

Hansa Language Centre

Jul 2021 - Jul 2022 (1 year)

Taught English as a Second Language in online and in-person settings for international adult students across pre-intermediate to upper-intermediate levels, maintaining a safe and respectful learning environment.

Teaching English As A Second Language Instructional Design Classroom Management Talent Management Root Cause Analysis Google Workspace

Guided Surgery Technician

Canaray Oral Radiology

Jun 2019 - Mar 2020 (9 months)

Coordinated with dental offices to confirm referral details and schedule planning sessions, and performed workflow and admin tasks to support treatment planning efficiency. Used radiographic imaging and planning software to prepare plans and fabricate surgical stents using 3D printers.

Referral Coordination Scheduling Workflow Management Imaging Treatment Planning

Part-time Front Desk Receptionist

Sage Real Estate

Jun 2018 - Jun 2019 (1 year)

Scheduled and confirmed appointments for showings and open houses, prepared promotional materials, and managed administrative tasks including data entry, filing, and document preparation. Operated a multi-line switchboard to streamline communications.

Scheduling Confirming Appointments Promotional Materials Switchboards Data Entry Filing document preparation

Associate-Account Management

Sutherland

Sep 2016 - Jun 2019 (2 years 9 months)

Supported trainees and new hires by troubleshooting tool access issues, tracking attendance and trainee progress to mitigate attrition risk, and providing responsive support across client account types during nesting and up-skilling.

Troubleshooting Training Tracking Client Account Support Nesting Support

Part-time Administrative Assistant

Royal LePage

Mar 2016 - Apr 2017 (1 year 1 month)

Answered client calls, redirected inquiries to the appropriate department, and supported front-desk visitor requests. Assisted with preparation of promotional materials for open houses and related marketing events.

client support Phone Reception Profile Data Entry Front Desk Support Promotional Materials